Who should I listen to? the insurance people or the Dr.'s Office???

I have AETNA/US Healthcare HMO... My paperwork was sent on Oct/31/02, since that date I've been calling almost every day to both, the insurance co. and the Dr.'s office. AETNA is telling me that they don't see any request or paperwork been file under my name. I explained to them that what I needed was the approval for WLS, then they tell me that even though they don't seen nothing in their compurer, the correct procedure is to have the Dr.'s office call them to pre-certified me and then is when they open a case for me. Then I called the Dr.'s office and explained to them what AETNA have told me, to what they tell me that they don't need to call anybody since this is what they do everyday and that's not the way they do it. That AETNA will update my information once they either approve or denie!!! Please somebody HELP ME!!!! I'm desperate!!!

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